MEDENT MEDICAL RETURNS & CANCELLATION POLICY
If something’s wrong with your order please let us know. We do our best to get it right but are aware mistakes can happen. It is our policy to correct these as best we can. You can also return a product if you have just had a change of mind. All returns are subject to the conditions below:
General Returns
To return an item to us:
- Contact us on 0800 263 3368 or email return@medent.co.nz within 7 days of delivery. If the return is accepted you will be issued a Goods Return Number (GRN)
- If you are returning for a change of mind or a mistake made by you, you will be responsible for retuning the goods to us and liable for the freight cost to do so.
- Goods cannot be returned damaged, marked, with broken manufacture’s packaging seals or suspected contamination.
- If goods are delivered with damaged shipping packaging we recommend you do not accept delivery and to contact us. If they have been delivered anyway take photos of the damaged shipping packaging prior to opening. If internal contents are damaged do not throw shipping packaging away until you have contacted us.
- Your original invoice and GRN number must be included with the return. The GRN can be hand written on the original invoice
- If you’re unable to include your invoice enclose a sheet of paper with the following details:
- Invoice number
- GRN number
- Your customer account number (if known)
- Your full name & contact phone number & email
- The product code of the item(s)
- A description of the item(s)
- The quantity of the item(s) returned
Note: if we receive goods without the details above, we will not have enough information to process your return and may not be able to issue a refund or credit
Indent Returns Policy
Indent items are one off items which we have ordered or imported especially for you.
Generally these cannot be returned unless the delivery is recorded as being damaged on arrival as per the General Terms above.
Please order your indented items carefully. These are always quoted first and include the manufactures part number. We do not accept returns if you have ordered the wrong item
Medicines Restricted and Non Restricted Drugs
These can be returned subject to the General Returns and Indent Returns policy above
Further Conditions for these products
Integrity of Seals
Goods cannot be accepted If seals are damaged, for example leaks, sterile seals torn, refrigerated containers holed, sealed containers opened.
Manufactures packaging damaged
This packaging often contains specific product information and instructions a GRN number will not be issued if this packaging is marked, written on, over stickered or otherwise damaged.
Stored Appropriately
Goods will not be accepted if they have not been stored by you according to manufacturer’s instructions (see separate form – Storage of Goods for Return). Product returned must be securely packaged to prevent damage. Refrigerated product must be packed with ice or equivalent before return.
Please contact Customer Services for advice on packing if necessary.
The “Storage of Goods Returned Form” if required must be included with the other
documentation invoice the goods were received with.
Policy Limitations
Nothing in this policy shall over ride Medent Medical terms of trade available on our
website https://www.medent.co.nz/
Medent Medical will not be liable:
- Where you have altered, modified, misapplied the goods, or
have subjected them to any unusual or non-recommended use, servicing or
handling. - For loss caused by any factors beyond our control
- For any indirect or consequential loss of any kind
- For any second hand goods supplied by us
- Where the terms of any written warranty have not been complied with, or any
manufacturers’ handbook provided to you has not been complied with.
Medent Medical’s total liability under any warranty for defective or damaged goods supplied by us is limited at our option to either; Replacing or repairing the defective or damaged goods; or Refunding the price of the defective or damaged goods.
Restocking Fee
Where we accept goods back for return, as a result of your error, or change of mind we reserve the right to charge a restocking fee (the greater of 15% of the price for the goods or $30.00 exc. GST) per order.
Goods returned may also be subject to a freight forward fee incurred by us in returning goods to our warehouse.
Order Cancellations
Orders can be cancelled in part or in full at any time up until the order is dispatched from our or a manufacture/supplier premises. Once dispatched it is subject to the returns policy above.
Click here to download the Returns & Cancellations form
